Plumbing Service Coordinator QuickBooks Specialist R&J Plumbing

Benefits:

• 401(k) matching
• Competitive salary
• Dental insurance
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance

The Plumbing Service Coordinator serves as the primary point of contact between customers, field technicians, and management. This role is responsible for scheduling, dispatching, and coordinating plumbing service calls, ensuring timely communication, accurate work order processing, and efficient utilization of company resources.

The Service Coordinator plays a key role in customer satisfaction, operational efficiency, and supporting the plumbing service team.

Essential Duties and Responsibilities

The essential functions include, but are not limited to, the following:

Work Order Management

• Create, review, update, and close out work orders in FieldEdge or equivalent service management software.
• Verify job details, including customer information, service location, plumbing equipment and fixtures, warranty information, and maintenance agreements.
• Ensure accurate coding and documentation for labor, materials, parts, warranties, and other job-related costs.
• Collect and enter purchase orders, authorization numbers, or other required documentation.
• Review completed work orders to ensure technician notes, materials used, photos, and other required information are complete before billing.

Permitting & Inspections

• Apply for and track permits for plumbing installations, replacements, repairs, and other projects requiring permits.
• Coordinate with local municipalities regarding permit requirements, approvals, inspections, corrections, and closeouts.
• Schedule required inspections and communicate inspection information to customers and field personnel.
• Maintain organized records of permit status, expiration dates, inspection results, and follow-up requirements.
• Assist with gathering documentation required for permit applications and inspections.

Scheduling & Dispatching

• Schedule and dispatch plumbers and service technicians based on skill set, availability, location, job priority, and customer needs.
• Prioritize emergency and urgent plumbing service calls appropriately.
• Monitor technician workloads and adjust schedules throughout the day to maximize productivity and minimize travel time.
• Track work orders and technician status in FieldEdge or equivalent CRM/dispatch software.
• Maintain accurate daily and weekly service calendars.
• Coordinate follow-up visits, return trips, inspections, and jobs awaiting parts or customer approval.

Customer & Client Service

• Answer inbound service calls, emails, and customer portal requests.
• Gather accurate information regarding plumbing issues and determine appropriate scheduling priority.
• Schedule service appointments and provide customers with accurate arrival windows.
• Communicate with customers regarding technician arrival times, delays, reschedules, job status, and follow-up requirements.
• Provide professional and courteous customer service throughout the service process.
• Handle customer concerns promptly and escalate issues to the Service Manager or appropriate supervisor when necessary.

Warranty Registration & Documentation

• Register applicable warranties for newly installed plumbing equipment, fixtures, water heaters, and other products.
• Maintain accurate manufacturer and company warranty documentation.
• Ensure warranty information is properly entered into customer and equipment records.
• Provide applicable warranty documentation to customers.
• Assist technicians and management with determining warranty coverage for future service calls.

Maintenance Agreements

• Create, renew, and track residential and light commercial plumbing maintenance agreements.
• Follow up with customers regarding expiring or lapsed agreements.
• Coordinate with technicians and customers to schedule preventative maintenance visits.
• Maintain accurate records of agreement terms, scheduled services, and completed visits.

Billing & Collections Support

• Review completed work orders to ensure all documentation required for invoicing is accurate and complete.
• Verify labor, materials, purchase orders, authorization numbers, and other billing information.
• Assist with invoice preparation and processing in QuickBooks.
• Follow up on outstanding invoices and customer balances as assigned.
• Communicate professionally with customers regarding billing questions and payment status.
• Coordinate with accounting and management to resolve billing discrepancies.

Administrative & Reporting

• Assist with timecard verification and approval for assigned plumbers and service technicians.
• Maintain records of service agreements, preventative maintenance schedules, recurring visits, permits, warranties, and customer documentation.
• Generate daily, weekly, or monthly service performance reports as requested.
• Maintain accurate customer and job information within company systems.
• Support billing and collections by ensuring documentation is complete and submitted in a timely manner.
• Assist management with administrative projects and operational reporting as needed.

Team & Technician Support

• Provide plumbers and technicians with job details, customer information, directions, access instructions, and special requirements.
• Track technician progress throughout the day and assist with scheduling changes or customer communication.
• Support technicians with parts and material requests, job notes, permits, purchase orders, and other job-related needs.
• Coordinate with the warehouse, purchasing, and parts teams to ensure required plumbing materials and equipment are available.
• Coordinate return visits when additional materials, approvals, or inspections are required.
• Facilitate clear communication between field technicians, customers, management, accounting, and other departments.

Requirements

• Strong proficiency in QuickBooks required.
• 2+ years of experience in plumbing, HVAC, electrical, construction, or another service-based industry.
• Strong administrative, scheduling, dispatching, and customer service skills.
• Experience with billing and collections.
• Proficiency in Microsoft Excel.
• Experience with FieldEdge or similar field service management/CRM software preferred.
• Familiarity with plumbing permit processes and local municipality requirements preferred.
• Strong attention to detail and ability to manage multiple priorities simultaneously.
• Professional written and verbal communication skills.
• Ability to work effectively in a fast-paced service environment.
• Bilingual English/Spanish is a plus.
• Knowledge of plumbing systems, materials, fixtures, and terminology is a plus.

Key Competencies

• Organized and process-oriented.
• Strong multitasker and communicator.
• Excellent scheduling and coordination skills.
• Problem-solver with a customer-first mindset.
• Comfortable working with permits, compliance requirements, and detailed documentation.
• Strong follow-through and sense of urgency.
• Team player who can effectively work across departments.
• Ability to remain calm and professional when managing emergency or high-priority service calls.

Physical Demands and Work Environment

• Ability to sit for prolonged periods of time.
• Repetitive movements, including typing and mouse use.
• Prolonged computer and screen viewing.
• Ability to lift up to 25 pounds.